Claims Manager

LAURA JOY

*** ***** *****

MOUNTAIN CITY, TX ****0

512-***-**** HOME 512-***-**** CELLULAR

*****@******.**.***

Education

Bachelor of Business Administration

Texas State University - San Marcos, Texas

Senior Management Program - Governor’s Center for Management Development Licenses and Certifications

Texas All Lines Adjuster License

Associate in Claims Designation – Insurance Institute of America Associate in Risk Management Designation – Insurance Institute of America Employment History

Texas Department of Transportation

Claims Section Director -W/C, Tort & Liability Jun 10, 2013 to Present Manage the self-insured Workers' Compensation/Tort & Liability Insurance Program for the Department; mentor and supervisor team of 10 professional licensed adjusters and claim assistants, including workload assignments, performance evaluations, and claim roundtable discussions; Coordinate litigation files with internal and external legal counsel; Manage section budget, customer service and training for other departments as requested; Complete special projects assigned by Division Director or Department Administration.

State Office of Risk Management

Deputy Director of Claim Operations May 01, 2010 -June 07, 2013 Directed daily operations of the State of Texas Employees Workers' Compensation Program serviced by SORM, including policy development, managing team of seven claim supervisors, file reviews, dispute reviews and staff performance evaluations, customer service for client agency staff, and performing on cross-divisional teams with Risk Management, Insurance, Legal, and Administration. Texas Dept of Insurance –Division of Workers’ Compensation Analysis/Applications Team Lead November 17, 2008-April 30, 2010 Performed advanced auditing, accounting, financial analysis, and claims examination work in the approval and monitoring process in support of the Self-Insurance Program for compliance with statutory requirements of the Certified Self-Insurance program; participated in special projects as assigned by Program Director such as legislative tracking, rule review, and performance measure planning and development.

Brentwood Services Administrators

Texas Claim Manager June 15, 2005–November 13, 2008 Coordinated the daily operations of satellite office located in Austin, Texas from TPA start up to hiring of support staff including developing and maintaining relationships with outside vendors, technical assistance to clients on claim reporting, state statutes and rules, insurance concepts; Performed as adjuster for workers’ compensation and non-subscriber claims for Texas clients, and monitored claims run-off in other jurisdictions using multiple claims management systems; Periodically traveled to home office in Brentwood, Tennessee or to client locations.

Guaranty Insurance Services, Inc.

Agency Claims Director June 01, 2001-June 10, 2005 Assisted in the resolution of coverage issues and disputes on commercial claims, including commercial general liability, commercial auto, workers' compensation, and personal lines coverage with internal producers, carrier adjusting staff, and carrier underwriters; Maintained working relationships with agency sales force, external clients, and insurance company representatives; Researched issues to assist with response to Texas Department of Insurance inquiries; Coordinated work processes, workload, and performance standards of Agency Claim Representatives located in multiple locations in Texas and California.

Littleton Claims Staffing

Contract Adjuster April 01, 2001-May 31, 2001

Employed in contract adjusting assignment for initial coverage verifications and automobile liability investigations during a transition back to full time employment after relocation back to Texas. Texas Workers' Compensation Commission

Customer Service Manager April 11, 2000–November 30, 2000 Managed team of Customer Service and Information Specialists assisting workers' compensation system participants on issues regarding the Texas Workers’ Compensation Act and Rules and resolving various claim-specific issues, including interviewing, hiring and evaluation of performance; Led team of TWCC staff from various departments to produce the Question Resolution Logs for system participants to clarify regulatory rules and time requirements; Prepared and presented educational topics at Agency's educational conferences; Gathered information on various complaints and assigned to appropriate Divisions within the Agency for resolution

Texas Workers' Compensation Commission,

Claims Manager – Self-Insurance Regulation January 14, 1999-April 10, 2000 Managed staff of auditors who performed claim reserve audits and analysis of applications for Certificates of Authority to Self-Insure for workers’ compensation; Assisted in development of reserve audit program and procedures; Verified calculations of appropriate security deposits for Certified Self-Insurers; Presented applicant reports to Texas Certified Self-Insurers Guaranty Association board members and TWCC Commissioners during public meetings.

Texas Workers' Compensation Commission

Claims Examiner-Self Insurance Regulation December 01, 1993–January 13, 1999 Performed statistical analysis of claims programs for applicants to be Certified Self-Insurers; Assisted in the design of Division application forms, Certified Self-Insurers Guide, Security Deposit calculation worksheets, annual reporting forms, and report formats to be presented to Commissioners and Texas Certified Self-Insurers Guaranty Association; Developed Access database to assist in workload assignments and tracking of deadlines; Assisted in the development of reserve audits worksheets and development of statistical sampling methods, as well as Risk Assessment forms to audit candidates; Developed customer service publications and agency forms; Participated on special projects for statistical analysis, rule development, quality initiatives, and business process improvement; Served one term as a member of the Agency's Quality Council; Served as Acting Manager on two occasions during the transition of management staff

Employers Casualty Company

Claims Specialist November 18, 1988-November 30, 1993 Performed investigation, evaluation, negotiation, and settlement of all lines of insurance claims including workers’ compensation, commercial automobile, general liability, and property for designated commercial accounts as well as personal lines; Attended hearings at Texas Workers' Compensation Commission and Industrial Accident Board for resolution of disputes on workers' compensation claims; In person meetings with claimants, named insured, legal representatives, and witnesses to effectively maintain client relationships and assist in thorough investigations and fair conclusions of the claims. Girling Health Care, Inc

Administrative Assistant October 15, 1984-November 10, 1988 Assisted Comptroller in day-to-day financial operations of multi-divisional home health agency; maintained files for financial reporting, insurance policies and historical corporate files on statewide leased office space, company automobiles, office equipment leases and maintenance records. Established a claims tracking system for the company’s workers’ compensation claims and reported to company Safety Committee. Maintained workers' compensation files and obtained periodic status reports from insurance carrier for management.

References available upon request

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